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Text Content

Help Scout Support Toggle Navigation
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GET YOUR EMAIL INTO HELP SCOUT

If you are using your own custom email address with Help Scout, you will need to
set up forwarding or redirection from your email provider to get that email in
to Help Scout. You will be forwarding or redirecting that email to the Help
Scout email address you created when you created the mailbox, e.g.
support@jg-clothing.helpscoutapp.com. 

Help Scout Administrators and Account Owners have access to connect custom email
addresses. 

IN THIS ARTICLE

 * Connect Your Custom Address
 * Help Forwarding or Redirecting From Your Provider


CONNECT YOUR CUSTOM ADDRESS

Head to Manage > Mailbox(es) and choose the Mailbox you are working with. If
you're adding an alias to an existing custom mailbox setup, just copy the
Mailbox Address there and head to your provider. If you're connecting a new
custom address, click Click Connect it now. If you've previously connected a
custom address, you'll see that Connected Email Address with the option
to Change it instead.



 Enter the address you'd like to use, and click Send Code. 



Check your email at your email provider for this address to obtain the code.
Enter the code you receive and click Confirm. Then head to your provider to set
up the forwarding or redirection to get your email over to us, and you're all
set! 



Note: The confirmation code is sent immediately but can take up to 10-15 minutes
to arrive, depending on your email provider. If you have not received the code
within 15 minutes, check any Spam or Junk Email folders or quarantines your
provider may have in place. You may need to reach out to your IT team or email
admin to have them add helpscout.com and helpscout.net to your allowed senders
(they may call it a whitelist) and try again! 


HELP FORWARDING OR REDIRECTING FROM YOUR PROVIDER


WHERE IS YOUR EMAIL TODAY?

How you set up forwarding or redirection will depend on where your email is
coming from, so let’s start there:
 * An Email Provider (Gmail, Office 365/Outlook, etc.)
 * A Host (Bluehost, Namecheap, GoDaddy, etc.)
 * Another Help Desk
 * Other


FORWARD OR REDIRECT FROM AN EMAIL PROVIDER

 * Google Workspace (formerly known as G Suite)
 * Google Workspace Group
 * Office 365 Outlook Web Access (OWA)
 * Outlook Redirect Rule
 * Amazon WorkMail
 * Yahoo! Small Business
 * Zoho Mail


FORWARD OR REDIRECT FROM A HOST

 * Bluehost
 * Namecheap
 * cPanel
 * Other Providers


IMPORTING FROM ANOTHER HELP DESK

 * Zendesk
 * UserVoice


OTHER WAYS TO GET EMAIL INTO HELP SCOUT

 * Send Contact Form Submissions to a Mailbox
 * Manually Forward Email to Help Scout

Note: ProtonMail does not offer any form of automatic forwarding or routing that
will allow you to forward a custom email address in to Help Scout. You can still
use Help Scout using the helpscoutapp.com address, but if your domain uses
ProtonMail as your mail service, you will not be able to connect a custom email
address to your mailbox. 

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Updated on January 7, 2022
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CATEGORIES

 * Getting Started
 * Account Management
 * Reporting
 * Copying Email to Help Scout
 * Working with Conversations
 * Productivity
 * Mailbox and User Settings
 * Mobile Apps
 * Integrations

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